In an age of Twitter, smartphones, and self-service kiosks, high-tech but still high-touch customer service is the answer. Today’s customers are a hard bunch to crack. Time-strapped, screen-addicted, value-savvy, and socially engaged, their expectations are tougher than ever for a business to keep up with. They are empowered like never before and expect businesses to respect that sense of empowerment - lashing out at those that don’t.
Take heart: Old-fashioned customer service, fully retooled for today’s blistering pace and digitally connected reality, is what you need to build the kind of loyal customer base that allows you to survive - and thrive. And High-Tech, High-Touch Customer Service spells out surefire strategies for success in a clear, entertaining, and practical way. Discover:
Six major customer trends and what they mean for your business
Eight unbreakable rules for social media customer service
How to effectively address online complainers and saboteurs on Yelp, Twitter, TripAdvisor, and other forums for user generated content
The rising power of self-service - and how to design it properly
How to build a company culture that breeds stellar customer service
High-Tech, High-Touch Customer Service reveals inside secrets of wildly successful customer service initiatives, from Internet startups to venerable brands, and shows how companies of every stripe can turn casual customers into fervent supporters who will spread the word far and wide - online and off.
"Micah Solomon conveys an up-to-the-minute and deeply practical take on customer service, business success, and the twin importance of people and technology." (Steve Wozniak, Apple co-founder)
"This book is IDEAL for business owners who sell to consumers...you will find examples and lessons galore.” (Small Business Trends)
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This is the book that cracks the code!
This is a funny, insightful book that really makes sense on the subject of high-tech customer service.
I haven't seen anything else quite like this, with Micah's combination of common sense, uncommon wisdom, and up-to-date insights into the mysteries of high-tech customer service.
Both are good readers; I would have been happy to listen to Micah the entire time!
Yes -- the insights in this book are highly valuable to anyone who has to worry about customer service.
- Nick Morgan
HIgh-Tech, High-Touch Customer Service is a Winner
I really enjoyed that the author took the time to record sections of the book. It made listening to the rest of the book even more personal. But most importantly, the content, ideas, suggestions and observations made by Micah are right on target. He just get's it.
I just love the way Micah opened the book with the story about a restaurant and how they handled the new world of social media. It was great learning for anyone who doesn't understand the value of customer feedback and specifically how to use it to grow their business.
Micah has a really good sense of humor and that comes through during the parts that he reads. Sean is professional and his voice is easy to listen to.
I had already read Micah's book prior to purchasing the audio version. The audio version made the entire book come to life. The content is fabulous; valuable suggestions and recommendations through-out. Anticipating customer needs is a key point of his book and philosophy and "hearing" his stories had an even greater impact for me. Too many businesses don't understand how to interact with social media. This book is an excellent road-map for anyone interested in how to improve customer service, retain business and leverage an ever-changing business and social environment.
- Richard R. Shapiro